Customer Service Manager
- Recruiter
- Confidential
- Location
- Rotherham
- Salary
- 40000.00 - 45000.00 GBP Annual
- Posted
- 28 Sep 2020
- Closes
- 06 Oct 2020
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
Elevation recruitment group are currently recruiting for a Customer Service Manager to work for our client based in Rotherham.
The role will be responsible for a team of 9 technical customer service advisors. The Customer Service Manager will be expected to create and deliver a customer service strategy that incorporates leadership of the team and all other activities to actively promote and deliver high levels of customer service throughout the company. They will work closely with other departments and key customers to facilitate the identification of product issues and to contribute in rectifying actions where appropriate.
Main Responsibilities include:-
*Provide the short and long-term strategic direction for the Customer Service
*Daily leadership of the technical customer service team and the end user support function in order that customer queries are actioned professionally, efficiently and within the specified timeframes
*Recognise and report trends within the customer intelligence received that point to issues with specific products; work alongside other technical departments to support on the rectification of such issues
*Document all written and verbal contact with customers and complete the process in a professional manner
*Lead the implementation of a CRM system; utilise the system to improve our understanding of our customers and to ultimately improve the customer experience
*Mentor and develop technicians, customer service staff and nurture an environment where they can excel through honest feedback, encouragement and empowerment
*Carry out regular staff appraisals
*Oversee the training matrix
*Management of efficiencies; identify where improvements can be made and deliver detailed improvement plans
*Analyse statistics and compile accurate technical reports
*Oversee creation of Standard Operating Procedures (SOP's) and all other processes related documentation
*Participate in the organisation of visits on site to identify and rectify reported faults or problems
*Liaise with and work alongside other departments
*Work closely with the QA department to ensure all customer communications are consolidated where relevant and resolved within the Service Level Agreement (SLA)
*Manage all other internal relationships to ensure optimum outputs from the team whilst supporting other business units as necessary
*Escalate urgent customer complaints where necessary, ensuring that senior management are fully aware of all issues that may have the potential to affect the brand
*Adhere to and manage the approved budget
*Develop working knowledge of products past and present
The ideal candidate will be an experienced customer service manager with strong demonstrable management skills. You will be experienced in creating reports and analysing statistics and process improvement.
Elevation Business Support is a specialist division of Elevation Recruitment Group focusing on the recruitment of talented Business Support professionals across all levels. If you match the specified criteria and are interested in discussing the position in more detail, we would love to hear from you
The role will be responsible for a team of 9 technical customer service advisors. The Customer Service Manager will be expected to create and deliver a customer service strategy that incorporates leadership of the team and all other activities to actively promote and deliver high levels of customer service throughout the company. They will work closely with other departments and key customers to facilitate the identification of product issues and to contribute in rectifying actions where appropriate.
Main Responsibilities include:-
*Provide the short and long-term strategic direction for the Customer Service
*Daily leadership of the technical customer service team and the end user support function in order that customer queries are actioned professionally, efficiently and within the specified timeframes
*Recognise and report trends within the customer intelligence received that point to issues with specific products; work alongside other technical departments to support on the rectification of such issues
*Document all written and verbal contact with customers and complete the process in a professional manner
*Lead the implementation of a CRM system; utilise the system to improve our understanding of our customers and to ultimately improve the customer experience
*Mentor and develop technicians, customer service staff and nurture an environment where they can excel through honest feedback, encouragement and empowerment
*Carry out regular staff appraisals
*Oversee the training matrix
*Management of efficiencies; identify where improvements can be made and deliver detailed improvement plans
*Analyse statistics and compile accurate technical reports
*Oversee creation of Standard Operating Procedures (SOP's) and all other processes related documentation
*Participate in the organisation of visits on site to identify and rectify reported faults or problems
*Liaise with and work alongside other departments
*Work closely with the QA department to ensure all customer communications are consolidated where relevant and resolved within the Service Level Agreement (SLA)
*Manage all other internal relationships to ensure optimum outputs from the team whilst supporting other business units as necessary
*Escalate urgent customer complaints where necessary, ensuring that senior management are fully aware of all issues that may have the potential to affect the brand
*Adhere to and manage the approved budget
*Develop working knowledge of products past and present
The ideal candidate will be an experienced customer service manager with strong demonstrable management skills. You will be experienced in creating reports and analysing statistics and process improvement.
Elevation Business Support is a specialist division of Elevation Recruitment Group focusing on the recruitment of talented Business Support professionals across all levels. If you match the specified criteria and are interested in discussing the position in more detail, we would love to hear from you